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You are here: Terms and Conditions

Terms & Conditions

1. Delivery & Shipping Times

We will endeavour to despatch your goods from our warehouse within 2 working days of receiving your order. We may occasionally be out of stock of the product you ordered, in which case we will contact you without delay to discuss an alternate product or arrange a full refund. For all Australian orders, we use registered mail for shipping our smaller parcels, and courier services for larger items. All dispatched items will require a signature on receipt. For Australian metro orders, please allow 3 days shipping time, and up to 5 days for country regions.

Deliveries are generally made between 08h00 and 17h30 on Mondays to Fridays. No deliveries are made on weekends or public holidays.

2. Address Details

Please ensure that the address provided is the most appropriate for the delivery hours. Workplace addresses are recommended in the event that the recipient regularly works office hours. Please note that should the intended recipient not be available, the parcel may be signed for by another staff member. If instructed, the courier may leave the item with a neighbour or in a safe place. If the courier deems it unsafe to leave the parcel, a calling card will be left for the recipient to contact the courier to arrange a suitable date and time for re-delivery. Should this service incur an additional delivery charge, the recipient agrees that he/she is liable for this cost.

Please ensure all delivery details are correct. Inaccurate or misspelt delivery information often results in delays in delivery. Should re-delivery be required and an additional charge is incurred by Karo Australia Pty Ltd, you will be responsible for the payment of this charge.

It is the customer’s responsibility to notify Karo Australia Pty Ltd if an order does not arrive. Once you have notified us, we will lodge an enquiry with the courier company to ensure delivery occurs as soon as possible.

3. Packaging

We deliver our products in our standard packaging. Any special packaging requested by you is subject to an additional fee.

4. Risk

All risk in the product will pass to you upon delivery of the item/s, and from that time we will no longer be liable for any loss or destruction of the Product. You must take care when opening the Product so as not to damage it, particularly when using any sharp instrument, e.g. knife or scissors.

5. Returns Policy

100% Satisfaction Guarantee. If you are not satisfied with an item that you have purchased, you may return the item absolutely FREE within 14 days of delivery for a full refund of the purchase price and freight costs, or a product exchange, subject to the terms and conditions listed below.

Please note that the criteria apply to ALL RETURNS, including defective items and those that may have been damaged during shipping.

  • 5.1 Returns Criteria

    To allow us to pass a full refund for a returned item, the product you wish to return must comply with the following criteria:

    • 5.1.1 The Product is in an ‘as new’ condition.

    • 5.1.2 The Product was purchased in the last 14 days.

    • 5.1.3 All paperwork, packaging and parts must be included to ensure a full credit.

    • 5.1.4 The Product is in its original packaging.
      If returns are sent without their original packaging but meet all the remaining Returns Criteria (5.1.1 to 5.1.3 inclusive), we will deduct a 20% re-stocking fee from your credit.

    • 5.1.5 All pillows must be returned unopened in their original packaging to qualify for a refund. For hygiene reasons, pillows that have been opened or used will not be refunded.

  • 5.2 Obtain an Item Return Label

    • 5.2.1 Call Karo Customer Service on (02) 8313-7090 or email to receive an Item Return Label that must be attached to the carton. This Item Return Label will be sent to you by email as a pdf attachment, or should you not have an email address, by Australia Post.

    • 5.2.2 Please have your Invoice Number available when calling Karo so that we can trace your original order.

    • 5.2.3 Note that refunds will not be issued for pillows that have been opened or used, products that are soiled, damaged, have missing parts or are returned without an Item Return Label.

  • 5.3 Procedure for all Returns

    • 5.3.1 Pack the item securely in its original packaging. Please wrap the product so it does not get damaged during shipment. All returned items must be in the same condition in which they were received. Ensure all paperwork, packaging and parts are included to allow us to pass a full credit or refund.

    • 5.3.2 Attach the Item Return Label to the carton. The Item Return Label will specify how the item is to be returned to us, i.e. either through Australia Post or via our preferred Courier Service.

    • 5.3.3 If the item is returned to us via Australia Post, you will be required to pay up-front for the return postage to Karo, however we will refund you the full cost of any such postage in accordance with our standard refund policy (see clause 5.3.5).

    • 5.3.4 If the item is returned to us via our Courier Service, you will not be required to make any up-front payment to return the item to us, and the Courier will collect the item from your given physical address.

    • 5.3.5 After inspection by us to ensure the product is returned in accordance with the Returns Criteria (clause 5.1 above), refunds or credits inclusive of all freight costs incurred by you, will be issued by Karo within 14 days of product receipt.

    • 5.3.6 Refunds will not be issued for products that are soiled, damaged, missing parts or returned without an Item Return Label.

    • 5.3.7 For undeliverable packages caused by customer error, we will credit you minus all shipping costs.

    • 5.3.8 Once your order has been shipped we will not be able to cancel your order, and you will have to follow the standard returns policy once you receive the item.

    • 5.3.9 If you receive damaged merchandise, you must notify us within 24 hours or 1 working day of receipt, and make sure you keep all the original boxes and packaging.

6. Warranty Claims

  • 6.1 All our items carry a 24 month (2 year) warranty commencing on the date that the item was invoiced by Karo.

  • 6.2 We warrant that the item/s will be delivered undamaged in the quantities ordered. Although we will try to deliver items in an excellent condition, if you tell us that the item is faulty, you agree to keep the item in its current condition available for inspection either by us or our designated agent.

  • 6.3 The item is intended to be used in accordance with the published instructions and it is your responsibility to ensure that you use the product strictly in accordance with these instructions.

  • 6.4 The warranty covers faulty materials and workmanship only.

  • 6.5 All transportation and shipping charges are excluded from warranty claims, and you will be liable for all costs incurred in returning an item to us. Karo will not refund any shipping costs for warranty claims.

  • 6.6 If you would like us to repair, replace or provide a refund for the item and we find that the item has:

    • 6.6.1 been misused, abused or subjected to neglect, improper or inadequate care, carelessness, damage or abnormal conditions, and/or

    • 6.6.2 been involved in any accident or damage caused by an incorrect attempt at modification or repair, and/or

    • 6.6.3 been used contrary to our product instructions, and/or

    • 6.6.4 deteriorated through normal wear and tear, then we may at our sole discretion, decide not to repair, replace or refund you for this item, and, to the extent permitted by law, we shall not be liable to you for any losses, liabilities, costs, damages, charges or expenses as a result thereof.


7. Changes to Terms and Conditions

Karo reserves the right to amend these Terms and Conditions without notice.